Front Desk Agent

2 weeks ago

Port Arthur, United States Home2 Suites by Hilton Port Arthur Full time

The **Home2 Suites by Hilton Port Arthur** currently has a **Full Time **position available for a **Front Desk Agent**. The Front Desk Agent is responsible for providing efficient and exceptional service to all individuals who are arriving to the hotel and especially to the ones who are already staying with us.

A key responsibility of this position is to create exceptional experiences which leave our guests and potential guests feeling assured, settled in and telling others what a wonderful experience they had at the **Home2 Suites by Hilton Port Arthur.** These experiences can be delivered through a variety of activities, including: welcoming our guests, extending recognition to loyal guests, providing an accurate and efficient check in/check out process, promoting the **Hilton Honor** program, assisting guests during their stay with questions or concerns and providing exceptional service to individuals contacting the hotel via phone. Individuals in these roles must adhere to the company’s standards and procedures in order to deliver a consistent guest experience across the brand while complying with all safety, security and quality measures.
- **DUTIES AND RESPONSIBILITIES**:_
- Greet, register, and assign rooms to guests in a professional manner, informing guests of hotel's facilities at time of registration. Issues room key and gives directions.
- Handle guest issues, complaints, and requests and pro-actively resolves them in a manner satisfactory to both the guest and the hotel.
- Answers queries regarding hotel services; registration of guests; shopping, dining, entertainment and travel directions. Coordinates with other departments to fulfill guest special requests.
- Able to operate front desk computer system that checks guests in, posts charges, makes reservations, runs audits, etc. Must be able to work on windows-based system.
- Makes, confirms, and cancels reservations
- Posts charges such as laundry, and pantry, to guest room folios
- Must be knowledgeable of all in-house services and be able to assist customers when questioned
- Room directions along with hotel outlets along with hours of operation must be explained to all customers.
- Inform Housekeeping of vacant dirty rooms as they become available upon early check-out. Update room status as Housekeeping notifies the desk of changes, if needed. Notify Housekeeping and Maintenance of any reported problems with guest rooms.
- Complete shift checklist(s) to ensure the hotel information is updated and team members are prepared for the daily activities. Maintain room status inventory.
- Sense and respond to all guest concerns or requests in a manner which leaves the guest feeling assured and optimistic. Escalate issues in a timely and appropriate manner to a supervisor or manager when necessary. Notify the hotel manager of all guest concerns to ensure proper follow-up. Properly record guest concerns using the Problem Resolution Log. Prepare timely and accurate Maintenance Work Orders, following up as needed.**QUALIFICATIONS**:_
- An instantly recognizable and contagious passion for hospitality.
- Able to stand for at least 8 hours & able to lift a minimum of 25 pounds
- Excellent communication skills, verbal and written
- Command of the English language; Spanish language a bonus
- Experience/knowledge working with computers
- Have a thorough knowledge of safety and emergency procedures and be able to execute them when necessary.
- Previous hotel or customer service experience is preferred, but not required
- Must be able to work with and secure sensitive and/or confidential material and information.
- Must be self-motivated and able to work with little or no supervision, responding to and handling unfamiliar situations with little supervisory guidance.
- Must work well under pressure and remain calm during stressful situations.
- Must possess solid organizational skills with the ability to simultaneously prioritize multiple priorities and/or projects in a fast-paced environment.

Pay: $10.00 - $10.50 per hour

Expected hours: 32 - 40 per week

**Benefits**:

- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Night shift
- Weekends as needed

Work setting:

- In-person

**Experience**:

- Customer service: 1 year (preferred)
- Front Desk: 1 year (preferred)

Work Location: In person

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